We recommend considering a Rockshop Performance Guarantee for your new equipment.
We have prepared this brief document to outline your choices and rights, presenting relevant information to enable you to make an informed decision as to whether a Rockshop Performance Guarantee is right for you.
So why should you consider a Rockshop Performance Guarantee…?
1. Your Rockshop Performance Guarantee extends for TWO YEARS beyond the standard warranty, giving you a total of three years coverage. For just 10%+GST of the purchase price.. it’s good value!!
Cover is for a fixed period. Under the CGA, you are protected for a “reasonable period” only: what is reasonable is open to debate. Therefore, your Rockshop Performance Guarantee provides you with the certainty that you will have protection for at least the period of cover purchased.
2. The CGA does NOT apply to goods purchased for business use.*
Your Rockshop Performance Guarantee is not limited to goods ordinarily purchased for personal, domestic, or household use and accordingly affords cover when the CGA does not apply. As a working musician..you’re covered!
3. There is wider coverage under our Rockshop Performance Guarantee than under the Consumer Guarantees Act (the “CGA”).
Rockshop Performance Guarantee frequently cover items that the basic manufacturer’s warranty does not. The basic equipment, or manufacturer’s, warranty may cover parts only, and not labour. Our Rockshop Performance Guarantee covers both. So it’s not always just an extension of the term of the warranty.
The Rockshop Performance Guarantee is not an obligation and is not necessarily relevant for every purchaser.
It’s all about “Peace of Mind.”
A Rockshop Performance Guarantee is essentially an insurance product. It’s the price paid for elimination of a risk: that the buyer will incur repair, or replacement costs, in the future.
The Rockshop Standard Warranty. All new equipment, purchased from any Rockshop store, has a 12 month comprehensive warranty as standard. Used goods are covered for 90 days.
Terms and conditions, obligations and responsibilities for the Rockshop’s standard warranty are printed, in plain language, on the reverse of every sales invoice. A copy is available, on request, from any Rockshop Branch.
The Consumer Guarantees Act: CGA
The Rockshop Group operates in full compliance with all Legislative requirements for NZ Retailers. In most cases we exceed the requirements under law. We are committed to offering ethical, legal and comprehensive client support and information.
Q: What are my rights as a consumer under the Consumer Guarantees Act (1993)?
A: The CGA applies to goods, or services, ordinarily purchased for personal, domestic, or household use brought from a trader at a fixed price. It does not cover goods ordinarily purchased for commercial, or business use*.
*Business Use Defined: Goods purchased for business use are not subject to the Consumer Guarantees Act (CGA) 1993. This includes, but is not limited to, Schools, Churches, Hospitality Industry, Professional Musicians, Studios and any other Institutional purchases. This exclusion also applies for goods purchased for re-sale, or for use in repairs. The explicit written Rockshop warranty then applies. Professional musician is defined as any musician paid for any performance, of any nature.
Following is a brief summary of the CGA and our obligations. The main points:
- Goods must be of an “acceptable” quality i.e. they are fit for the purpose for which they were supplied, they are safe, durable and free from minor defects (NB: the price paid will also be relevant to the “acceptability” test).
- Goods must match samples or descriptions in ads, brochures or information from the salesperson.
- Goods are yours once paid for.
- The Trader must take reasonable action to ensure that there are facilities for repair of the goods for a reasonable period after the goods are supplied (or you need to be told when you buy the goods tha these are not available). What constitutes a reasonable period depends on the type of item, the price and the length of time for which it is reasonable for the item to be used.
- Where the goods are faulty, to repair or replace the goods (at our option).
- Where the goods cannot be repaired, or the defect is of substantial character, to supply a replacement or give a refund.
NB: The terms “reasonable” and “acceptable” are deliberately open ended. Eg. A top end guitar is required to meet a higher standard than a cheap beginner instrument.
Q: What if there is a problem?
A: If the goods are faulty because of a manufacturing defect, simply bring them back to us (with proof of purchase: this is precedent to any potential warranty claim).
We are allowed to repair a minor problem and must be given the opportunity to conduct a repair within a reasonable period of time, replace the goods, or take them back and offer a refund – at our option.
If the problem is serious, can’t be fixed, or a repair may take (unreasonable) significant time, a replacement, repair or refund may be an option for you. It is important to note that an inspection may be required in order to establish whether, or not, the issue is a warranty one: this inspection will be at our cost unless user error, damage or negligence, is confirmed.
Q: These rights seem comprehensive. Why would I choose a Rockshop Performance Guarantee?
A: There are a number of valid reasons why a Rockshop Performance Guarantee is a positive choice:
The CGA does NOT apply to goods purchased for business use*: the standard Rockshop 12 month warranty applies.
Rockshop Performance Guarantee can cover items that the basic manufacturer’s warranty does not. A Rockshop Performance Guarantee reduces the risk of incurring a large repair bill.
They offer a fixed term: Your Rockshop Performance Guarantee provides you with the certainty that you will have protection for three years.
A basic warranty is a statement of quality: we stand behind our product. An Extended Warranty recognises that everything breaks… …eventually!
Q: Who underwrites the Rockshop Performance Guarantee?
A: Contractor’s Bonding Ltd (CBL), one of the NZ leaders in Consumer Protection Insurance, provides coverage. CBL has over 35 years experience as a financial and contingent risk Insurer in NZ and internationally (including Mercedes, Mitsubishi and Daimler Chrysler).
We are absolutely confident the protection you are purchasing is the best available, at a price that is extremely competitive.
For a more detailed rundown on your rights you can visit: www.consumer.org.nz or www.consumeraffairs.govt.nz
To download a PDF version of this info, click here.
MUSICAL INSTRUMENT PERFORMANCE GUARANTEE
This Performance Guarantee is underwritten by Contractors Bonding Limited (“CBL”) and is offered by the NZ Rockshop Group. The limits, terms definitions and conditions cannot be altered except by the express written agreement of CBL.
You have a warranty for twelve months from the date of purchase on all NEW equipment.
By payment of an additional 10% of the purchase price (plus gst) the warranty upgraded to a Rockshop Performance Guarantee and is extended by an additional two years. This gives you a total of 3 years.
Keep your Receipt / Sales Invoice with this document as it must be produced when making any claim.
Subject to the terms and conditions of this Performance Guarantee, cover is provided for all necessary repairs in the event that the equipment malfunctions during the Performance Guarantee period and is attributable to faulty workmanship by the manufacturer, or to faulty materials used in the manufacture of the equipment, unless the cause is excluded.
The Company may, at its sole option:
a) repair the equipment to a working condition the same, but not upgraded or augmented, as the condition at date of purchase
b) replace the equipment with the same model or, in the event this is not practicable, with a model substantially the same, but not better, than the model at the date of purchase
Equipment used for private or commercial purposes are covered with the exception of those used as rental instruments.
This Performance Guarantee is not transferable to any other party. This Performance Guarantee is not renewable.
The maximum amount payable for any claim, and in the aggregate period of the Performance Guarantee, is the original purchase price of the item for which the Performance Guarantee applies.
WHAT IS NOT COVERED:
1. Damage as a result of:
- Normal wear and tear - including, but not limited to: cosmetic faults, paint or product finish, change in tonal characteristics;
- Equipment in transit or by being dropped;
- Interference, voltage fluctuation or power surge from an external source; faults in any wiring or electrical connection which is not a part of, or related to, the equipment; non-compatibility of ancillary equipment;
- Misuse, neglect, negligence, wilful act, liquid spill, battery leakage, corrosion, mould, accident or “act of god”; operation other than in accordance with the operating instructions; incorrect setting of the controls
- Damage due to temperature or humidity;
- Alteration or modification in any way including – but not limited to – tampering, or removal, of the serial number and / or Performance Guarantee labels. In these instances the Performance Guarantee ceases to be binding and no refund will be made to the client;
- Improper or incorrect installation; unauthorised adjustment, repair or service work of any kind;
2. Routine maintenance, cleaning, lubrication, adjustments or alignments to the product, batteries internal or external, consumable parts;
3. Shipping / delivery / removal / installation costs and / or service calls associated with the repair: Goods are subject to a “return to base” Performance Guarantee. That is, they are to be returned to the nearest Rockshop branch. The customer is liable for all freight charges unless otherwise agreed in writing;
4. Consequential loss of any kind, direct, consequential or incidental, including – but not limited to –
damage arising to any other products that may have been connected; revenues (loss of income) generated by the use of the product; inconvenience; costs incurred by the client while the goods are being inspected / repaired or inability to use the product to the extent that such may be disclaimed by law;
5. Any support relating to user error; reformatting or recovery of data; replacement software, drivers or any resultant damage;
6. Manufacturers defects which involve recall, replacement or repair of all products in a model range.
NOTE: Goods found not to have faults as detailed in any Performance Guarantee claim, or the fault is outside the terms of coverage of this Performance Guarantee, will incur the normal service fee and applicable freight charges.
An initial inspection and freight fee of $75 applies to each and every claim. A claim must relate to one specific event.
Before making a claim, ensure the equipment is correctly installed and there are no obvious problems that can be solved by reference to the manufacturer’s instructions.
In the event of failure, breakage or malfunction the instrument must be returned to the Rockshop for assessment and potential service / repair. The Rockshop will - at its discretion - either repair or replace the faulty parts, subject to the limitations noted above. If the claim is not approved you will be informed prior to repairs being undertaken.
The client will supply the following information:
Full name, address and phone number, mobile and email as appropriate
A copy of the original sales invoice / receipt: this is precedent to any coverage
An accurate and detailed fault description including any relevant installation or environmental influences.
Spare parts: If, during service of the equipment, replacement parts that may be required are found to be unobtainable from normal trade sources, the Performance Guarantee may be terminated on written notice to the client who shall be entitled to a pro-rata refund, less administration fee of any premium for the unexpired portion of the term of the Performance Guarantee.
The Company or authorised agents does not accept any responsibility for delays caused by the failure of any supplier to supply parts although every effort will be made to minimise delays. The Company can not be held liable for express delivery costs including, but not limited to, air freight.
Time of Service: All repair and service work is carried out during normal business hours, excluding weekends and public holidays. The Company, or it’s agents, reserve the right to remove the equipment to it’s Service Centre in Auckland for repair or test if it is deemed necessary.
Loan Equipment: In undertaking to service the equipment, the Company is in no way obliged to replace the equipment with any loan or substitute.
Risk: All risk in the equipment remains with the client at all times. The Company, and its agents, will take reasonable care, skill and judgement in servicing and / or repairing the equipment but accepts no responsibility for theft, loss, damage or consequential losses (as outlined above) occurring to the equipment arising from the service carried out. The Rockshop standard “Service Agreement” Terms and Conditions apply.
You have a responsibility to maintain your instrument in good condition. It is advised that the equipment be operated and maintained in accordance with the Manufacturer’s specified instructions.
In the event of discovery of fraud or misrepresentation of the material facts in the issue of this contract or presentation of a claim, we reserve the right to cancel this contract at any time. Cancellation shall be effected by the posting of a cancellation notice by CBL to you at your last known address. This cancellation notice shall be effective 7 days after the posting of the notice, at 4pm. Upon termination CBL shall not be liable for any refund of the Performance Guarantee fee.
If you have any questions, please email us through the Contact Us page.
To download a PDF version of this info, click here.